Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Heath Smith

Brandon,FL

Summary

Dedicated Work Force professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Workforce Management Supervisor

Cohere Health
11.2020 - Current
  • Interpret and improve forecasting models using data collection, data analysis, and statistical tools
  • Mitigate capacity risks by identifying and managing risk areas across regions, divisions, and sites
  • Assist in managing our workforce management systems, reporting tools and recommend solutions to maintain exceptional service to our business partners
  • Perform statistical analysis of service center data, including forecasting and historical trend analysis
  • Listened to calls either recorded live or side-by-side while communicating feedback
  • Encouraged good practices and discouraged bad ones
  • Identified calls failing to meet predefined standards and identified the problem
  • Implemented agent training and coaching initiatives
  • Understood the priority of the organization and evaluated call behaviors for regulatory compliance, cross-selling, and adherence to policy
  • Provided customer feedback and internal compliance feedback to management

Authorization Supervisor

Bioplus Specialty Pharmacy
12.2011 - 08.2019
  • Coordinate training and guide development of new and existing staff including ensuring staff is properly oriented on departmental and company policies and procedures
  • Participate in the goal setting process and regularly review performance of direct reports, addressing performance and conduct issues when needed
  • Generate and regularly review phone, authorization, and prior authorization statistics and reports to ensure pharmacist staff adheres to internal/regulatory requirements and performance standards
  • Monitor and manage prior authorization and phone queues to ensure appropriate staff coverage to meet business needs
  • Develop and maintain departmental procedures and reference materials
  • Investigate/resolve escalated issues or problems from clients and Providers
  • Ensured Prior Authorizations were initiated and followed up on in a timely fashion to prevent disruption in therapy which included submitting requests for payments from insurance companies
  • Apply billing and coding principles in sync with government policies and standards
  • Served as a liaison between Sales Reps, Insurance Companies and Provider Offices to obtain all information needed to complete Authorizations and billing processes
  • Assisted in department implementations to increase revenue and productivity within the team
  • Was named Employee of the Month on several occasions throughout my years with BioPlus, and served on the "Presidents Club" board in 2014
  • Certifications
  • Fred Pryor Seminars
  • Transitioning to Supervisor
  • How to Communicate with Tact and Professionalism
  • Creative Leadership
  • Managing Multiple Priorities, Projects and Deadlines
  • Management & Leadership Skills for New Managers and Supervisors
  • Criticism & Discipline Skills for Managers and Supervisors
  • How to Supervise Bad Attitudes and Negative Behaviors

Education

High School Diploma -

Greenwood High School

Skills

  • Ability to create and manipulate tables, charts, graphs, formulas, macros and pivot tables in
  • Microsoft Excel
  • Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks
  • Simultaneously are essential General understanding of call center statistics
  • Knowledgeable about typical call center performance metrics
  • Ability to maintain a professional demeanor at all time
  • Ability to analyze information and use logic and process knowledge to address work-related
  • Issues and problems
  • Ability to communicate in a professional and courteous manner when interacting with others via
  • Phone, email or in person
  • Ability to identify root causes of problems and develop measurable solutions to eliminate
  • Re-occurrence
  • Ability to establish strong partnerships with all levels of the organization while adjusting
  • Communications to the specified audience
  • Ability to electively communicate orally and in writing with co-workers, management team,
  • Other Departments, vendors, and outside agencies, including being sensitive to professional
  • Ethics
  • Ability to organize information and have attention to detail and accurately follow procedures

Certification

Fred Pryor Seminars Certifications

● Transitioning to Supervisor

● How to Communicate with Tact and Professionalism

● Creative Leadership

● Managing Multiple Priorities, Projects and Deadlines

● Management & Leadership Skills for New Managers and Supervisors

● Criticism & Discipline Skills for Managers and Supervisors

● How to Supervise Bad Attitudes and Negative Behaviors

Timeline

Workforce Management Supervisor

Cohere Health
11.2020 - Current

Authorization Supervisor

Bioplus Specialty Pharmacy
12.2011 - 08.2019

High School Diploma -

Greenwood High School

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Heath Smith